Government
Digital vision for a youth charity
Client: National Citizen Service
Responsibilities: User Experience Lead
Youth charity client runs a voluntary personal and social development programme for 15-17-year-olds. Tasked with developing a new capability model, with part of that including creating a digital vision and roadmap.
Ran a series of workshops with key stakeholders, staff and users of the service. Analysed the current technology systems and created a technology map to visualise conversations about future technology decisions. Research was completed of users current interactions with services and key user journeys mapped out to highlight the experience with pain points across different user groups. These were then cross-referenced into an overall customer journey across all users to identify the digital enablers required.
A digital vision map was created highlighting key findings from user journeys and current technology maps. This was used to identify digital opportunities which could be taken advantage of, alongside a set of recommendations that built into the future roadmap.
*More visuals available on request and in portfolio
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